Capacity & Workforce Management

Our client is looking for a Capacity & Workforce Management who aims to ensure that the right skills and capacity are available when needed. The work covers Workforce Management, forecasting, scheduling principles, capacity and resource planning, skills planning, workforce governance, the country input process and the workforce operating model. The workstream will establish a practical Nordic WFM model for forecasting, scheduling and intraday management while accommodating legitimate country-specific constraints. It includes documenting current processes and data, defining planning workflows, roles, handovers, exceptions and KPIs, and translating the design into platform parameters, data mappings, reporting requirements, acceptance criteria and end-to-end tests. Country readiness will also be assessed to support remediation, migration, training, pilots, cutover and hypercare. Deliverables include the Workforce Management model, principles for forecasting, scheduling and resource planning, workforce governance, a workforce KPI framework and WFM-related decision papers. Start date: ASAP End date: 2026.11.30 (possibilty of extension) Location: Stockholm Language: English and Swedish (beginner) Fulltime